Admissions & Records and Financial Aid Redesign Project

During the latter part of the spring 2021 semester, each college held listening sessions with faculty, classified, and managers to discuss the proposed redesign of Admissions and Records and Financial Aid. Feedback and concerns from the listening sessions were compiled and used to help develop guiding principles that will help provide a framework for how the overall process and important considerations that the consultants and planning workgroup will take into account throughout the process and as recommendations are developed.

• Transparency and communication about the process are critical.
• The outcome of the redesign process should result in a more robust and student-centered model of service delivery for all students, and particularly for our most marginalized students.
• Equity-minded and student-centered service delivery model, for students and staff.
• Changes should be data-informed and based on student needs.
• The redesign should identify metrics and a process for evaluating whether the changes have been successful and help inform future quality improvements.
• Input from impacted stakeholders is important to inform the redesign.
• The redesign should result in efficiencies that address staff workload constraints and improve the student experience.
• The model for redesign should still provide in-person campus-level support for students.
• Recommendations for improvement should address possible technology and process improvements that would result in greater efficiencies, reduce redundancies and unnecessary requirements and steps in a process, and eliminate barriers for students.
• Change can be very difficult – it is important to address the human side of how change impacts individuals and provide support to staff to help them manage changes resulting from the redesign.

• Implement a service model and structure that will better serve students, staff, and all stakeholders.
• Provide seamless service to students that is both equity-minded and student-centered.
• Maximize efficiencies in processes, technology, and staffing in conducting admissions and records and financial aid-related processes.
• Align and create a more consistent student experience across all four colleges, so that all students receive an exceptional level of service.
• Establish metrics for identifying areas for improvement and assessing effectiveness.
• Implement processes that regularly evaluate and address workload concerns with the goal of maintaining good staff morale and work satisfaction.

Phase 1

1. Discovery: Review the goals of the engagement, establish the consultation schedule, and review the list of requested background materials.
2. Admissions and Records Offices and Education Center Reviews: The virtual equivalent of a 10-day on-campus visit by AACRAO to gain an understanding of the admissions and records operations practices.
3. Issue and Present a Report of Findings and Recommendations: Within four to six weeks of the conclusion of information gathering and consultation interviews at each college and education center, AACRAO will provide the Project Lead(s) with a narrative report.

Phase 2

1. Development of the Admissions Model and Implementation Plan: Consultants will develop an admissions model plan and implementation recommendations.
2. Plan Revision and Finalization: Provide final plan to designated audience.

Phase 3

1. Implementation Guidance and Assistance: Consultants will provide guidance in areas that will be impacted by these changes such as staff training and cross-training, updating/streamlining communications, changing information on the website, updating or leveraging technology, workflow routing, organizational structure and staff changes, update to space and processes and procedures, and so on.
2. Consultants Finalizing Reports: Spring 2022 – Final reports are expected near the end of March. Additional campus updates will be held. Reports will be shared with key stakeholders and constituency groups. In the months of March and April, the reports will be reviewed and recommendations will be prioritized. By the end of May, it is anticipated that an initial implementation plan will be developed.
3. Begin Implementation of Recommendations: Fall 2022 – Begin implementation of recommendations to improve business process and align policies and procedures districtwide. Finalize changes to structures and business processes in accordance with feedback gathered and recommendations from AACRAO in spring 2023. Begin tracking metrics with benchmarks for regular review of progress in key areas.

1. Project Launch: Lead an entrance interview with key stakeholders. Gather all relevant background information and documentation regarding current practices.
2. Survey Work: Student and staff satisfaction surveys to gather additional data regarding current models, pain points, and opportunities for improvement.
3. Research: Deep analysis of current metrics and processes across the four colleges, including an assessment of which areas are currently aligned and which are not. This will include but is not be limited to, a review of key customer service data, communications to students, and organizational structures.
4. Compliance and Equity: Thorough review of all established policies, procedures, and business practices in the context of relevant state and federal laws to ensure that we are fully compliant while leveraging every opportunity to advance new ideas and innovative practices.
5. System Utilization: Review the district's utilization of PeopleSoft and other systems used in financial aid delivery.
6. Interviews: Interview key stakeholders regarding current practices and opportunities for improvement, including students, front-line college staff, faculty, college leaders, district staff, and leadership.
7. Report and Recommendations Development: Development of a complete report, summarizing feedback gathered and opportunities for improved aligned business processes and key metrics to measure future success.
8. Start of Implementation/Additional Stakeholder Engagement: Fall 2021 – Begin implementing recommendations outlined in the report, including but not limited to any structural and reporting adjustments necessary. Throughout this process, there will be continued and regular opportunities for stakeholders to provide feedback on planning and implementation.
9. Consultants Finalizing Reports: Spring 2022 – Final reports are expected near the end of March. Additional campus updates will be held. Reports will be shared with key stakeholders and constituency groups. In the months of March and April, the reports will be reviewed and recommendations will be prioritized. By the end of May, it is anticipated that an initial implementation plan will be developed.
10. Final Implementation: Fall 2022 – Finalize changes to structures and business processes in accordance with feedback gathered and recommendations from the report. Immediately begin tracking metrics with benchmarks for regular review of progress in key areas. Centralization of Financial Aid reporting structure planned for spring 2023.

• Yolanda Garcia, Vice President of Student Services (FLC)
• Jason Ralphs, Director of Admissions and Records (DO)
• Kim Goff, Director of Admissions and Records Redesign (DO)
• Sonia Ortiz-Mercado, Associate Vice Chancellor of Educational Services (DO)
• Tadael Emiru, Vice President of Student Services, Institutional Equity, Research and Planning (CRC)
• Mari Peshon, Associate Vice President of Financial Aid (DO)
• Davin Brown, Vice President of Student Services (SCC)
• Nicole Porter, Vice President of Student Services (ARC)